NÓVU Reviews 822

Made an order in October of 2024 returned a few items and have a picture of it being signed for at the warehouse with other packages visable in the background. Multiple emails on a monthly basis with minimal response which what seems like an AI response stating they are trying to locate the parcel. Over £180 owed. Seems like the do it to many customers. Should be reported to trading standards. Order at own risk

Great men’s designer brand with great quality and a eye for detail

If I could give them 0 I would. I have been owed £180 for a refund for 2 months now and they are ignoring every single message and email I send

As someone who has four pairs of their pleated trousers, the new pleated trousers are literally unusable, I am a 5 ft 6, the length if fine but the pockets are RIDICULOUS, you can not get your hand in them at all it’s obscene.. the material is sooo much cheaper and easy to scag, the waist band will not stay a moment without flipping around inside meaning you have to spend ages fiddling to un-flip the internal band, the draw strings constantly pull back into the waste band as well and they’re not even long enough to use, clearly they’ve tried to do a cheap job on this line not they’ve got a small customer base - such a shame! Worthy of your money back honestly

My experience with Novu’s returns process has been extremely frustrating and unnecessarily prolonged.

I returned two items using their provided return label, which I was charged £5 for. Despite returning the items promptly, weeks passed without any clear resolution. I repeatedly had to chase their support team for updates, and most responses were generic, delayed, or failed to answer the specific questions I asked.

At one point, they stated they were waiting on Royal Mail, but there was no proactive effort to resolve the situation or offer a reasonable timeframe. Even after escalating the matter, I continued to receive vague responses such as “awaiting a decision from management,” with promised timelines repeatedly missed.

What was most disappointing was the lack of ownership and urgency. As the customer, I had fulfilled my obligations by returning the items using their label, yet I was left waiting weeks with uncertainty about whether I would receive a refund or exchange.

Eventually, they agreed to process a refund, but only after persistent follow-ups and the threat of a chargeback.

Overall, the experience was stressful, time-consuming, and not what you would expect from a reputable brand. Based on this experience, I would not purchase from Novu again.

Great service with excellent communication and very quick responses!

I shop here on a regular basis and would highly recommend,

Asked for next day delivery and the email came back quick and did exactly what I asked for

Customer service is non existent. Sent three emails within the month - no reply. Had to contact them via Instagram.

I created a return label within the return window, but due to personal reasons, was unable to return.

I’ve been shopping here for years but now, I’d avoid like the plague. They’re greedy.

EDIT - seems like they responded.

Let's make this clear.

I emailed the correct customer service email (there is only one) on

1. 06/01/2026 - two days aftet the return window expired.

2. I followed up on 14/01/2026 - no response.

3. 03/02/2026 - no response.

They are absolutely bullshitting, not seeing my email, as this is the same email I used to previously speak to them. They are not on top of their customer service, hence this issue.

AVOID.

Excellent quality for the price. Have brought for many years and will continue to.

I've ordered a few times from them, and the quality of the items has been really, really great each time, and each time the delivery was also on point. The only time I had an issue with returning an item, Jim from their customer support team was fantastic in resolving the issue quickly. I would really recommend!

Novu are excellent. Bought a few bits from the Black Friday sale ahead of my holiday to Dubai. One of the items wasn’t in stock and was showing delivery at a later date (I’d have been away by then) I reached out to them to ask them to post to Dubai if possible. They said no need and expedited for next day delivery so managed to get it in time before I went away! Secondly, I had ordered a luxe T-shirt which unfortunately came with a quality issue. I requested an exchange for another one as I really liked the T-shirt. Returns process was smooth and received confirmation that my replacement was on the way at no extra charge. Top quality products, even better customer service.

The customer service from NOVU is literally second to none, best I’ve ever had in terms of helping the customer and giving them the the best support whether that be, returning items or buying items. I will definitely be buying from NOVU in the near future. Great brand.

I was considering placing an order with this company after hearing positive feedback. However, I was unable to find a size guide on the website, which caused some uncertainty. I am also concerned about the returns policy, as it appears to be inconsistent with the Consumer Rights Act for distance selling. In particular, the requirement for customers to pay return fees for items sent back to the warehouse raises concerns, as does the lack of clarity around refunding postage costs. Based on these issues, I have decided not to proceed with a purchase at this time.

I love this brand, and have been ordering from them for years. At the back end of 2025, I was in Australia and ordered a parcel from the UK. Unfortunately, the items were slightly too small for me so I got in contact with the Nova Support team to understand my options. Due to the extremely high cost of sending parcels from Australia to the UK, I requested to return the parcel 3 months after it has been delivered on the basis the tags would still be on the items, and they were unused. Jim from NOVU support was EXCELLENT. He assured me that this was possible, and to return the parcel when I returned to the UK. The parcel has since been returned, and my store credit has been issued. Top class customer service from NOVU and Jim in particular. Thanks guys, one of many ways to keep loyal customers!

I recently ordered the grey cosy knit set. I had to exchange with a different size, unfortunately it was out of stock. Jim gave me options to return back the item or wait on. He kept me up to date at every stage if the item would return. Thankfully it did as the set is a masterpiece. Jim's customer service was excellent, efficient, and polite. I am very happy with my set and the other 2 sets i purchased recently. An excellent brand which definitely stands out from the rest. Kevin Mc

Thank you for very fast delivery.
Quality of clothing is perfect and true to size, will definitely keep buying from Novu👍

Great quality product and excellent customer service. Will definitely recommend to people!

Great quality of clothing, always dispatched quickly. Fantastic communication with the customer service team and I highly recommend this brand.

was my first time shopping with Novu, I have seen them all over my socials for a while and always wanted to, so when I saw the sale prices I couldn’t resist! Ordered a bunch of fits and incredibly impressed with the quality. Some of the items just weren’t for me, so returned and got a quick refund. However majority I loved and will certainly be shopping with them again 10/10
Dean

Great quality, fast delivery and amazing costumer service, when looking for the right item!